BetMaximus Casino - Player's withdrawal is delayed due to account verification issues.

I made a deposit into this Casino and have sent in all my KYC requirements. The Casino is saying they don't accept valid Driver's License for KYC. I read the Terms and Conditions on the website and No where does it say they don't take Driver License as a Valid form of ID. I have submitted my Driver's License and Expired Passport.

I don't have a National ID card, and it would take me over 2-3 months to get a Passport and or ID CARD.

I would like to receive my withdrawal and ensure that they make it Clear on the website they don't take Driver License as kyc. I have never run into this issue before.

Dear dandersson196,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. I have checked the KYC Policy section of BetMaximus Casino and this is what I found:

BetMaximus reserves the right to request documents to verify your Account (Age and Identity Verification). These include, but are not limited to: valid ID containing the place of birth and nationality (national ID, passport, driving license), proof of address not older than three months (e.g. utility bill such as electricity, water bill, or bank statement attesting your residential address), bank cards, proof of online deposit method, bank statements, source of funds, source of wealth etc. This procedure is mandatory in order to confirm and verify the age and identity, as well as the residential address of the Account Holder. 

It seems that a driver's license should be an acceptable document for KYC verification. Could you please confirm if your license is valid? Have you provided the photo of your driver's license in the correct format and are all four corners of the document visible? Please forward me all the communication between you and the casino customer support regarding the problems with your verification at veronika.f@casino.guru. Kindly include the driver's license you sent to the casino as well.

Have you submitted any other documents to the casino for verification, apart from your passport and driver's license?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hello Dandersson196 & Veronika,

To complete the verification process you will need to provide the documents which you have been requested by our team.

For your country of residence we only accept the following documents for proof of id:

• national ID card (photos of both sides are required);
• passport

The photos should show the whole document, including all four corners and all the details must be clear and in focus. Only valid (not expired) documents are acceptable.

Also, you are asked to upload an utility bill (gas or electricity) or a bank statement (issued by a commercial bank in your country of residence - no digital banks) issued in the last 3 months under your name.

With appreciation,

Nadia I.

Hello, I have submitted all of this. I don't have a National ID card. I have a driver license and a expired passport. I read the TOS before i played and no where did it say that I can't use a Driver License.

The Casino should update the terms and send me payment as this is not correct and I should be receiving my funds without delay on this matter .

verification at veronika.f@casino.guru

I have sent you all the documents I have sent them. My Proof of address was already verified, I don't know why they don't want to pay me? Please help

Hello Dandersson196 & Veronika,

To documents you previously submitted have been rejected, as follows:

• Passport - rejected due to being expired;
• Driver's licence - rejected as we don't accept this document for proof of id for your country of residence;
• Proof of Address - rejected as you haven't submitted one of the accepted document types.

In order to withdraw funds from the casino you will need to provide the appropriate documents.

You can of course see the same information on your end, on the dedicated Identity Verification page under My Account.

With appreciation,

Nadia I

Hello, I have submitted the Bank Statement for review . AS I have stated, I don't have a Passport that's not expired. I read the TOS on the website before I played. I should be able to receive my winnings, it doesn't make sense to keep them as this was not my fault as the website doesn't have updated TOS

Hello Dandersson196 & Veronika,

You will not be able to withdraw any funds if you don't comply with the verification process unfortunately.

With appreciation,

Nadia I

Hello, Thank You, but this is not the news I was looking for. I have sent in My Expired Passport and Driver License and over 3 Proof of Address. I want to keep playing at your Casino.

The TERMS OF SERVICE clearly wrote nothing about driver's permit not being accepted. I believe I deserve to get my funds back, or at least refund me my deposit money?

Hello Dandersson196 & Veronika,

To complete the verification process you need to send exactly what was asked from you.

Sending any other documents, such as expired documents, will only delay the process as these will not be accepted.

With appreciation,

Nadia I

Thank you very much, dandersson196, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello, I don't have anything else. I only have a valid driver's permit, expired license and all the Proof of Funds you asked for. Can you help me MICHAL?

Hello dandersson196,

I'm Michal, and I have taken over your complaint. I have reviewed your case and it is a tricky one. Different countries accept various documents for verification. While a driver's license is typically recognized as a valid form of identification in many places in others it is not. On one hand, I understand that it is most likely not required by law in Sweden that you must possess an ID card or a passport, on the other hand as far as I know, and even according to The Swedish Tax Agency a driver's license is not considered a valid identification document in Sweden as I found here: You are a Swedish citizen | Skatteverket

The casino team is in the right to require a valid (not expired) official document from you for the Know Your Customer (KYC) process. This is an industry standard requirement and all players must comply with this, moreover, the casino team is entitled to request even 2 identity documents from the players should it be necessary. I'm afraid that if you are not able to provide the requested documents there is not much that can be done from our side. I would recommend that you consider applying for an ID card or a new passport as it is quite likely they will prove useful not only in online casinos in the future. I recognize that this may not be the response you were hoping for, but please understand that the casino is required to complete the KYC process before any payments can be processed to players. This is a regulatory obligation in nearly all jurisdictions. Please let me know how can I help you further.

Dear dandersson196,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, we have not received any responses from the player regarding our messages and inquiries, nor have they indicated how we might be able to help them further. As a result, we are unable to proceed with this matter and must reject the complaint.

The player can reopen this complaint at any time.